eCommerce Operations & Customer Service Lead

PDB Imports Pty Ltd; Nambour; On-site; AUD 45,000 - 65,000; Part time

Job summary

PDB Imports Pty Ltd in Nambour on the Sunshine Coast is seeking an experienced E-commerce Operations & Customer Service Lead to join our small Australian team. This hands-on role combines customer service, warehouse operations, order fulfilment and team coordination.

You will work with our warehouse team to ensure enquiries are answered, orders progress, and daily dispatch targets are met. The ideal candidate has practical, reliable approach and is comfortable taking responsibility.

Qualifications

• Experience in at least one of: eCommerce / online retail, eCommerce customer service, warehouse/order fulfilment, or warehouse operations.
• Experience coordinating or supervising a small team is highly regarded.
• Familiarity with eCommerce platforms and warehouse software such as Zendesk or similar.

Responsibilities

• Respond to customer emails and phone calls and assist with product, order, and delivery inquiries.
• Review daily workload, allocate work across the warehouse team, and monitor dispatch requirements.
• Assist with picking/packing, stock replenishment, and maintain warehouse organisation.
• Guide and support warehouse team members to ensure priorities are met and issues escalated when needed.

Skills

Customer service

Team coordination

Organisational skills

Attention to detail

Problem solving

Tools

Zendesk

Warehouse management systems

Job description

eCommerce Operations & Customer Service Lead

Nambour, Sunshine Coast QLD
Permanent Part-Time | Monday to Friday
Approx. 7:30am–2:30pm

Please note: A short cover letter written in your own words is required with your application. We will not consider applications without a cover letter.

We are a small, established Australian eCommerce business specialising in event products and are looking for an experienced, practical and reliable person to take a key role in our day-to-day operations.

This is a hands-on position that combines eCommerce customer service, warehouse operations, order fulfilment, and team coordination.

You will work alongside our warehouse team, helping ensure customer enquiries are handled, orders are progressing, staff know their priorities and daily dispatch requirements are met.

This is a long-term, permanent part-time position. Applicants must have unrestricted Australian working rights. Employer sponsorship is not available.

Responsibilities

Customer Service

• Respond to customer emails and incoming phone calls

• Assist with order, product, collection and delivery enquiries

• Resolve straightforward customer and order issues

• Identify matters requiring escalation

Warehouse Operations

• Review daily order workload and priorities

• Allocate work across the warehouse team

• Monitor order progress and dispatch requirements

• Assist with picking and packing when required

• Ensure courier cages and outgoing freight are ready for collection

• Replenish stock and help maintain warehouse organisation

• Lift and move cartons and stock throughout the warehouse

• Assist with incoming containers and stock deliveries

• Identify stock discrepancies and operational issues

• Order packaging materials

• Support and guide warehouse team members throughout the day

Reporting to the General Manager

About you

We are looking for someone organised, practical, reliable and comfortable taking responsibility.

Previous experience in at least one of the following is essential:

• eCommerce / online retail

• eCommerce customer service

• Warehouse/order fulfilment

• Warehouse operations

Experience in team coordination or supervision would be highly regarded, as would experience using eCommerce platforms, warehouse management systems, Zendesk or similar software.

You should also have:

• Strong written and verbal communication skills

• Good computer skills

• Customer service experience

• Good organisational and problem-solving skills

• Strong attention to detail

• The ability to prioritise work without constant direction

• A practical, hands-on approach

• Reliability and good attendance

• The confidence to coordinate a small team

• The physical ability and willingness to undertake regular warehouse duties, including lifting cartons, stock replenishment and assisting with container unloading

This is not a desk-only supervisory role. You will work alongside the team and assist wherever required.

If orders need packing, you may be packing.
If a customer calls, you may be answering the phone.
If a container arrives, you will help unload it.

At the same time, you will be keeping an eye on the overall operation and helping make sure the important things get done.

Hours

Monday to Friday, approximately 7:30am–2:30pm, with a 30-minute unpaid meal break.

Additional hours may occasionally be available during busy periods or when containers arrive.